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2016 ACTIVITY AND SUSTAINABLE DEVELOPMENT REPORT

Rexel s proximity to its customers is at the core of its business model. Digital developments and innovation further strengthen it.

Optimizing the customer interface

R exel offers a dedicated inter- face to all its customers, from independent contractors to leading global companies, based primarily on an

updated e-commerce platform and advanced CRM tools.

WEBSHOP AND COMMERCIAL NETWORK Since 2015, Rexel has been rolling out a new global e-commerce platform. With nearly 250 configurable features designed to meet customers needs as closely as pos- sible, depending on their specific markets and context, the platform is being gradual- ly implemented at local level. It is already operational in Germany, France, Austria, Sweden and the Netherlands, as well as at Gexpro in the US, and its rollout is ongoing

in North America, the UK and Scandinavia. All European countries will have adopted this platform by 2018. The webshop completes Rexel s service offering, allowing customers to place orders or to search for information on products, their price and their availability anytime, anywhere. As an example, just like in the Group s branches, the live chat feature al- lows customers to connect with a salesper- son whenever needed. Webshops include new functionalities: the guest checkout al- lows unregistered customers to quickly place an order without requesting the crea- tion of an account. Automatic customer ac- count registration, e.g. based on the com- pany s SIRET number (identifier of businesses) in France, is a functionality that centralizes, simplifies and accelerates processes that previously required